ResidentHandbook
http://www.summitcare.com.au/FOR RELATIVES AND FRIENDS1 Message to Residents
We warmly welcome residents to their new home and encourage them to remember staff are here to support them in every way possible. We also offer a big welcome to family members and friends
Contents
SummitCare Resident Handbook | III
FOR RELATIVES AND FRIENDS1 Message to ResidentsContents
1 For Residents 3
1.1 Settling In 4
1.1.1 Your Care 4
1.1.2 Your Wellbeing Case Conference 4
1.2 Your Privacy 5
1.3 Getting to Know Your New Home 6
1.3.1 Centre Facilities 6
1.3.2 Radio and TV 7
1.3.3 TeleTidy 8
1.3.4 Call Bell System 8
1.3.5 Activity Programs 8
1.3.6 Meeting Staff 9
1.3.7 Resident Meetings 9
1.3.8 Newsletters 9
1.3.9 Valuables 10
1.4 Maintaining Your Personal Networks 10
1.4.1 Phones 10
1.4.2 Email and Internet 11
1.4.3 Visiting 11
1.4.4 Voting 11
1.4.5 Pets 12
1.4.6 Alcohol 12
1.5 Giving Feedback 12
1.6 Thinking Ahead 12
1.6.1 Using Leave Entitlements 12
1.6.2 End of Life Choices 13
1.6.2.1 Advance Care Directives 13
1.6.2.2 Your Funeral Arrangements 14
1.6.2.3 Your Will 14
2 For Relatives and Friends 15
2.1 The First Six Weeks 16
2.2 Your Role in Helping
Residents to Settle In 17
2.2.1 Communicating with
the Family Network 17
2.3 Working with Us 18
2.3.1 Personal Clothing for Residents 18
2.3.1.1 Getting Involved
in Resident Wellbeing 19
2.3.1.2 Resident / Relative Meetings 19
2.3.2 Giving Feedback 19
2.4 Your Important Role
in Keeping Residents Safe 20
2.5 Visiting 20
2.5.1 Infection Control 20
2.5.1.1 Hand Washing and Sanitising 21
2.5.2 Use of Communal Space 21
2.5.3 Special Events 21
2.5.4 Pets 21
2.6 Procedures for Outings 22
2.6.1 Sign In and Out 22
2.6.2 Communicating Ahead 22
2.6.3 Escort Help 23
2.7 Thinking Ahead to Support
Your Residents Wellbeing 24
2.7.1 Residents with Dementia 24
2.7.2 Palliative Care 24
Welcome Message from the Chief Executive Officer 2
IV | SummitCare Resident Handbook
FOR RELATIVES AND FRIENDS
3 More Detailed Information 26
3.1 The Agreement with Us 27
3.1.1 The General Agreement 27
3.1.2 The Respite Agreement 27
3.1.3 The Accommodation
Bond Agreement 27
3.1.4 Security of Tenure 28
3.2 Agreement to Pay 29
3.2.1 Resident Fees 29
3.2.2 How Payment is Made 29
3.2.3 Financial Hardship 30
3.2.4 Refunds 30
3.2.5 Legal Services 31
3.3 Resident Rights and Responsibilities 31
3.3.1 Supporting Residents
with Challenging Behaviours 31
3.3.2 Code of Conduct
for Relatives and Visitors 32
3.3.3 Code of Conduct for Our Staff 32
3.4 Resident Advocates 33
3.4.1 Resident as Decision-Maker 33
3.4.2 Role of Person Responsible 33
3.4.3 Power of Attorney 34
3.4.4 Enduring Power of Attorney 34
3.4.5 What is an Enduring Guardian? 35
3.4.6 How Can a Solicitor Help? 35
3.4.7 Access to Clinical Records 35
3.4.8 The Aged-care Rights Service 36
3.5 Safe Environment 36
3.5.1 Safe Equipment
and Resident Personal Items 36
3.5.2 Food Safety for Relatives 36
3.5.3 Going on Outings 37
3.5.4 Secure Environments 37
3.5.5 Using Keypads 38
3.5.6 Smoke Free Environment 38
3.6 Quality Management 38
3.6.1 Aged Care Accreditation 38
3.6.1.1 Assessment Visits
and Accreditation Audits 39
3.7 Giving Us Feedback 40
3.7.1 Compliments 40
3.7.1.1 Summit Star Program 40
3.7.2 Complaints 41
3.7.2.1 How to Go About
Making a Complaint 41
3.7.2.2 How We Will Respond
to Your Feedback 41
3.7.3 Gift Giving 42
4 Care & Lifestyle 43
4.1 Assessing Care Needs for Wellbeing 44
4.1.1 Previous History 44
4.2 Our Wellbeing Care Systems 44
4.2.1 Continence Care and Aids 44
4.2.2 Clinical Care Provision 44
4.2.3 Complex Care 45
4.2.4 Medical Care 45
4.2.4.1 Specialists 46
4.2.4.2 Resident Mobility 46
4.2.4.3 Lifting Equipment 46
4.2.4.4 Motorised Wheelchairs 47
4.2.4.5 Supporting Challenging Behaviours 47
4.2.4.6 Restraint Free Environment 47
4.2.5 Leisure & Lifestyle Programs 47
4.2.5.1 Getting Involved 48
4.2.5.2 Special Events 48
4.2.6 Allied Care Services 48
4.2.6.1 Physiotherapy 48
4.2.6.2. Speech Therapy 49
4.2.6.3. Dietitian Services 49
Contents
SummitCare Resident Handbook | V
FOR RELATIVES AND FRIENDS
4.2.6.4 Oral and Dental Care 49
4.2.7 Pharmacy Services 49
4.2.7.1 Paying for Pharmacy 50
4.2.8 Spiritual and Cultural Care 50
4.2.8.1. Culturally and Linguistically
Diverse Residents 50
4.3. Case Conferences to
Support Wellbeing 51
5 Accommodation Services 52
5.1 Catering and Food 53
5.1.1 Special Diets 53
5.1.2 Likes and Dislikes 53
5.1.3 Nutrition and
Hydration Requirements 53
5.1.4 Menu Development 53
5.1.5 Food Safety Program 54
5.2 Laundry and Clothing 54
5.2.1 Laundry Labelling 54
5.2.2 Onsite Laundry Services 55
5.2.3 Outsourced Laundry Services 55
5.2.4 Personal Clothing 55
5.3 Maintenance of Building and Equipment 56
5.3.1 Electrical Tagging 57
5.4 Hairdressing and Beauty 57
6 About SummitCare 58
6.1 Our Vision and Values 59
6.2 Our People 59
6.2.1 Management Structure 59
6.2.2 Weekdays and Weekends 60
6.2.3 Risk Management
and Workplace Safety 60
6.3 Our Regulatory Environment 60
6.3.1. The Aged Care System - Aged Care
Standards and Accreditation Agency 60
6.3.1.1 Mandatory Reporting 61
6.3.1.2 Criminal Record Checks 61
6.3.1.3 External Complaints Systems 62
6.3.2 Food Safety 62
6.3.3 Privacy 62
7 What to Expect - Wellbeing Support 63
7.1 Going to Hospital 64
7.2 The Vulnerable /
Deteriorating Resident 64
7.3 When an Outbreak Happens 64
7.4 In the Event of an Emergency 64
7.5 After Death 65
7.5.1 Collection of Personal Items 66
7.5.2 Settling the Account 66
A Snapshot of SummitCare History 68
Contents
http://www.summitcare.com.au/1 | SummitCare Resident Handbook
FOR RELATIVES AND FRIENDSWelcome
This is our latest edition of the SummitCare Residents Handbook. We have
undertaken a major review of this document to try to better reflect the
information needs of our residents whilst also ensuring that we include
important information for relatives and friends. We trust the new format is
easy for you to read and follow and that this document is a lasting resource
for everyone. This Handbook is designed to be a guide for you. It provides
general information about many topics. If you require more detail, the
management staff at your centre will be able to assist you.
SummitCare Resident Handbook | 2
FOR RELATIVES AND FRIENDSWelcome
Message from the Chief Executive Officer
We would like to take this opportunity to
welcome you to your new home and thank
you for selecting SummitCare as your
residential aged care provider.
SummitCare has been providing quality
residential aged care services to older
people in Sydney for over forty-five years.
During this time we have built an enviable
reputation for quality care and services.
We commit to you, our residents, our
passion to deliver on our promise - Warmth
Worth Wellbeing. At SummitCare we provide
caring and supportive aged care services to
help our residents find a sense of wellbeing.
We see residents as the main focus of all
that we do. Our staff work together to
ensure our residents can enjoy a contented
and meaningful way of life and feel a true
sense of wellbeing.
We have prepared this Residents Handbook
to provide you and your family with
important information on SummitCares
Centres, our Policies and Procedures and
with information regarding various aspects
of the services we deliver. Please read
this Handbook carefully and keep it as a
reference document while you remain
with SummitCare.
In addition to this Handbook, we encourage
you to read our centre-based newsletter,
which is produced regularly, along with
Summit News our corporate newsletter,
which is produced quarterly.
These newsletters provide interesting
stories and articles as well as updates
on the organisation and our activities.
If you would like any further information
regarding our organisation, or the services
we provide, please contact the Operations
Manager at your centre. Our website is also
a useful source of information
www.summitcare.com.au.
If you have any suggestions or feedback
relating to this Handbook, or to the services
we provide, we encourage you to pass on
this feedback to us. We value your feedback,
as this is central to our commitment to
continuous improvement.
We look forward to working together with
you to ensure that you enjoy your time
at SummitCare.
Welcome,
Cynthia Payne
Chief Executive Officer
3 | SummitCare Resident Handbook
FOR RELATIVES AND FRIENDS
We want to provide you with the best possible care to meet your individual requirements and preferences. We will talk with you about your care needs during the first few weeks of your stay with us
1 For Residents
SummitCare Resident Handbook | 4
FOR RELATIVES AND FRIENDS1 For Residents
1.1 Settling In
We warmly welcome you to your new
home. We are very happy to have you as
a resident. Moving into a new home can
be a difficult time. It is very normal to feel
apprehensive about your new home and
the many changes associated with moving.
Your new environment will be unfamiliar
to you and there is much information
to take in. We want to reassure you that
SummitCare staff are very experienced and
they understand that the process of settling
in will be different for everyone. Please feel
comfortable about expressing your concerns
to staff who can quickly respond and put
your mind at ease.
Experience tells us that it generally takes
about six weeks before you will feel settled,
have established relationships with staff and
made new friends. If at any time you feel
apprehensive please let staff know so they
can make sure your care needs are met.
Central to all care given to you is wellbeing.
Our new tagline is both a statement of what
our brand stands for and a promise to
our residents.
Warmth Worth Wellbeing
Warmth by providing a caring approach
and environment.
Worth in that everyone is important
and will be cared for equally.
Wellbeing by a sense of fulfilment that
residents enjoy as a result of our care.
What this means everyday is our staff work
together to ensure our residents can enjoy
a meaningful way of life and feel a true
sense of wellbeing.
1.1.1 Your Wellbeing and Your Care
Your wellbeing is very important to us. We
want to provide you with the best possible
care that supports your wellbeing and
meet your individual requirements and
preferences. To do this our staff will assess
all aspects of your care needs during the
first few weeks after you move into the
centre. During this time we will talk to you
about your needs and ask where you might
require additional assistance from staff.
This might be with personal care activities
such as showering and dressing or joining in
social activities.
We have equipment such as shower
chairs to assist with your independence
and safety. We will also talk with your
person responsible and other family
members to make sure that we have as
much information as possible to enable
us to better understand your needs. This
information will help us to develop
a Care Plan for you.
1.1.2 Your Wellbeing Case Conference
Approximately six weeks after you move
into your new home, we will invite you
and your nominated person responsible
(Please see section 4.3 Case Conferences pg
51 for more information) and other family
5 | SummitCare Resident Handbook
members, if you wish, to attend a case
conference. We will talk with you about your
Care Plan and check to see how you are
settling into the centre. This family conference
is an opportunity for you to discuss any issues,
concerns or questions relating to your care
needs, medical needs or accommodation
needs. Key people at the centre who are
involved in your care will be included in this
conference. We will also ask for your feedback
about your experience during your first six
weeks at the centre. Your feedback will help us
to ensure that our care is meeting your needs
and will assist us to improve our services.
Importantly this is a way to make sure that
your wellbeing is formost in planning the care
you receive and is clear and in accordance
with your preferences and choices.
1.2 Your Privacy
We take your privacy very seriously. At
admission we ensure that you and your
nominated person responsible clearly
understand the personal information we hold.
We cannot give this information to anyone
without obtaining proper consent. We make
sure that you have nominated someone
you trust as your person responsible. It
is important for you to know that your
nominated person responsible is able to
seek access to your files. We want to stress
that we do not provide information to people
without your approval. More information
about our Privacy Policy is included later
in this Handbook. (Please see section 6.3.3. Privacy pg 62
for more information).
SummitCare Resident Handbook | 6
1.3 Getting to Know Your New Home
We encourage you to start exploring your
new home. SummitCare staff will show you
to your room and explain how you can find
the toilet, shower and communal spaces in
the centre. Staff will walk with you around
the centre so that you are able to find your
own way to the dining room and other
communal areas. They will show you the
outdoor areas and the best way to access
these areas. The staff will also explain how
you can get assistance if you need help
in moving around the centre. We have a
call bell system for you to alert staff when
required. This is an easy to use cord with
a press button. The alert sounds an alarm
and reports your bed number and location
on the indicator panel which is located
in several places around the centre. We
monitor response times for this system and
responses can range from immediately to
five minutes depending on the time of day
and the level of activity at the centre.
We understand that it will take time for you
to become familiar with the layout of your
new home, so dont hesitate to ask for help.
1.3.1 Centre Facilities
Your space is comprised of your bedroom
(which may be single, twin style or
multi-bed) and access to toilet and
shower amenities.
Your room contains a bed, a bedside locker,
a wardrobe, a chair and an over bed table.
The over bed table can be useful for times
when you may need to eat your meal in your
room. It can be used over the bed or while
you are sitting in your chair beside your bed.
We do encourage you to have your meals in
the dining room for the added benefits
of socialising and getting to know others.
There is a power point near your bed and we
provide a water jug and cup that are kept on
your bedside locker and refreshed daily. If
you require a refill, please use the call bell
to alert staff. We recommend that you use
the drawers for storing your personal items,
so that the top of the locker is not cluttered.
Cleaning staff are directed not to handle
your personal items. Uncluttered surfaces
makes cleaning the top of your locker easier.
You may use the lounge rooms whenever
you wish. These are communal spaces
and we encourage you to feel comfortable
sharing these rooms with other residents
and visitors. We suggest that you use your
bedroom if you require a rest or some quiet
time. Some of our centres do have quiet
rooms; so ask a staff member if one is
available in your centre. Our centres have
a number of outside areas that you can use
whenever you choose. Our staff will make
sure you know the best way to access the
outside areas so you can continue to enjoy
the outdoors.
7 | SummitCare Resident Handbook
Your meals will be cooked fresh on site
from a menu that has been prepared with
guidance from a Dietician and input from
residents. You are able to choose from a
range of options for each meal. As part of
our Care Management System we will assess
your nutritional needs and we will ask you
about your likes and dislikes. This helps
our catering staff to ensure you enjoy your
meals. Your nutrition is important and liking
your food means you have a greater chance
of meeting your nutritional needs each day.
We can launder your clothing for you at
no additional charge. We use industrial
washing machines and so some families like
to continue washing personal and delicate
items at home. If you prefer to have your
family wash items for you then we will make
sure your wishes are respected. In a later
section in this Handbook we provide some
guidelines about the recommended types
of clothing and fabrics to withstand the
industrial laundry.
We have also included a suggested list of
the quantity and variety of clothing you will
require (Please see section 5.2.4 Personal
Clothing pg 55 for more information). We
require that all your clothing items are
labelled using the commercial labels we
provide. They are cost effective and durable.
They remain legible and in place for a lot
longer that other types of labels. Laundry
textas/pens are not recommended as they
invariably wash away. Any new items of
clothing that are brought in for you must
be given to staff for labelling before they go
into your wardrobe. This helps to avoid loss
of clothing. There is more information about
this later in the Handbook. (Please see
section 5.2.1 Laundry Labelling pg 54
for more information).
1.3.2 Radio and TV
You may prefer to listen to the radio
or watch TV in the comfort of your
room. We ask that you and your family
members please check the special safety
requirements we have for using electrical
equipment in residents rooms.
If you share a room with another resident,
we request that you keep the volume as low
as possible or use headphones so that you
do not unnecessarily disturb your neighbour.
If you have difficulty hearing, we require you
to use headphones to minimise disruption
for others.
SummitCare Resident Handbook | 8
1.3.3 TeleTidy
The TeleTidy is a swivelling television
stand that attaches to the end of your bed
and allows you to watch TV in the privacy
of your room. If you are interested in
acquiring one please speak to the Manager
Accommodation Services who can organise
the installation. You will need to supply
a suitable television that is compatible
with the TeleTidy. Please ask the Manager
Accommodation Services for more
information.
1.3.4 Call Bell System
There is an approved call bell system at your
bedside and also in the communal areas of
the centre. When you press the button it
activates a light to alert staff that you need
their assistance. This light stays on until staff
switch it off after attending to you. Each
centres call bell system is slightly different.
Our staff will show you how to use the call
bell when they take you to your room.
When you press the call bell, staff will respond
to your call as soon as possible. There will be
times when staff will be busy with another
resident at the time you call and they will
attend to you as soon as they possibly can.
We recommend that waiting time for staff to
respond to your call bell should not exceed
five minutes. If you feel that it has taken too
long for the call bell to be answered, please
advise the Registered Nurse in charge or
inform Management about your concerns.
(Please see section 3.7.2 Complaints pg 41
for more information).
1.3.5 Activity Programs
Our Leisure and Lifestyle staff will visit you
shortly after you have moved in to ask you
and your family about your past and present
interests. We will work with you to develop a
personal leisure and lifestyle program that
is designed to best meet your needs
and preferences and support your wellbeing.
Staff will gladly help you to access games
and puzzles if you are interested. We also
have large-print books available for you to
borrow. If you feel that you would like to
be involved in more activities, then please
speak to the Leisure and Lifestyle staff and
they will talk with you about all the
options available.
9 | SummitCare Resident Handbook
1.3.6 Meeting Staff
You will meet a number of different staff
at SummitCare. It is important for you to
remember they are all here to help and support
you. All our staff wear a uniform and a name
badge to help with identification and security.
This will make it easier for you to remember
the people who are helping you on a day-to-day
basis. We aim to have a friendly and respectful
atmosphere at each centre, where staff
introduce themselves to you, especially when
they are providing you with care. Our Managers
try to provide, wherever possible, continuity of
staff with whom you have contact.
If you have any concerns about a staff
member, we encourage you to speak directly
with the Registered Nurse or the Operations
Manager, so that we can quickly address
your concerns. We would like you to feel
comfortable to tell us your positive feedback
and suggestions as well as to raise your
concerns with us.
You can also nominate staff for the Summit
Star Program. Please inform us about
your good experiences with staff so we
can properly acknowledge the work of
that individual or team. This is our way of
recognising outstanding care and service.
More information about how to raise your
concerns and provide feedback is described
later in this Handbook. (Please see section
3.7 Giving Us Feedback pg 40 for more
information).
1.3.7 Resident Meetings
We invite you and your family to attend our
regular Resident and Relative meetings that are
held at the centre. These are a great way to get
to know others in your new home and also to
take an active role in the operation of the centre.
At the meetings we give general updates on
activities and services at the centre and also ask
for feedback on menus and activities. You can
use this meeting as a forum to provide feedback
and to generally get involved. Meetings are
advertised on the various notice boards in the
centre as well as the centre newsletter.
1.3.8 Newsletters
Each centre produces a regular Newsletter
(generally monthly) to keep you up to date
about special events and activities in your
home. SummitCare corporate office also
produces a Newsletter called SummitNews
that reports on various functions and events.
SummitCare Resident Handbook | 10
Newsletters are
always on display
at reception, you
simply need to
ask our friendly
reception staff
for a copy. Our
newsletters are
also placed on our
website so they are
available for your
family to access.
1.3.9 Valuables
While we take every precaution to provide
a safe environment, we strongly recommend
that you carefully secure your valuables, or
better still, ask your family to store precious
items for you. SummitCare staff take every care
with your personal items, but we cannot be held
responsible for lost, damaged or stolen items.
Please ask your family to keep a record of
any valuable items you have brought into the
centre. It is essential that families advise staff
and sign out any valuable items they have
removed from your possession. This helps to
keep track of your belongings and to avoid
misunderstandings about lost items, especially
if you have different family members visiting.
1.4 Maintaining Your Personal Networks
It is important to maintain your personal
networks and to keep in touch with those
people and groups that have been part of your
network of friends and interests. We want you
to keep up your contacts. We encourage you
to let your family and friends know about your
move and new address. They are welcome to
come and visit you.
Your family and friends with Internet
access are very welcome to send an email
message to you. Our web page provides
a web link, so that family and friends can
keep in touch by emailing a message to you.
Our staff will print these off and deliver
them to you, or they will read them to you
if you prefer.
1.4.1 Phones
You may have access to a phone beside
your bed. Some residents find that they can
manage to use a mobile phone, but these
are not always effective. Each centre has a
11 | SummitCare Resident Handbook
public phone available for residents to use.
Let our reception staff know if you need
assistance to make a call and they will be
happy to help.
Each centre has handheld phones at the
nurses station that allow you to talk to
family and friends.
1.4.2 Email and Internet
If you are familiar with computers and have
your own laptop, you may like to use it to
access the Internet. Remember, your laptop
is classified as a valuable item so storage
and safety is an important consideration.
If you need access to the Internet, the
Manager - Accommodation Services at
your centre can advise you how this can
be arranged. Usually a broadband dongle
can be used to enable the set up of a
personal account.
1.4.3 Visiting
You are welcome to have visitors when
you like. We generally find that visiting in
mid morning to mid afternoon is best for
residents, but this is your choice. If you
share a room with another resident we
recommend that you and your visitors
use the lounge, dining rooms or outside
areas, especially if family groups visit.
All of our centres have tea and coffee
facilities for visitors to use. Our staff will
happily let you know where they are in
your new home, as each centre is slightly
different. All centres have vending machines
for snacks and drinks. These can be very
helpful if you have children visiting.
You have every right to refuse visitors and
our staff will work to best accommodate
your needs.
1.4.4 Voting
If you are able to continue voting, then the
Electoral Office needs to be advised of your
new address so the Electoral Roll can be
SummitCare Resident Handbook | 12
changed. Your person responsible can do this
on your behalf. At election time you will then
be able to vote at the centre with our staff
helping to coordinate this important task.
1.4.5 Pets
We understand that pets are important, but
they cannot reside with you at the centre.
There are a number of reasons for this and
they relate mainly to safety and care. Your
family and friends may bring in a pet as part
of visiting, as long as the pet is kept under
control and on a leash.
Naturally, we need to make sure your pet
remains in the designated areas. We ask that
you advise the Manager - Accommodation
Services in advance, so we can make sure
all requirements for your pet are met
during the visit. Visitors bringing in pets are
responsible for cleaning up any accidents
whilst the pet is visiting. 1.4.6 Alcohol
We recognise that you may want to enjoy a
glass of wine or beer with a meal or at other
times in the day. SummitCare supports the
safe consumption of alcohol.
Your family may bring alcohol to the centre
for your consumption and SummitCare staff
will need to make arrangements for the
appropriate storage of the alcohol. In some
circumstances staff will also check with your
Doctor to ensure that drinking alcohol does
not interfere with your medications.
1.5 Giving Feedback
We understand that it may take some time
to adjust to your new home. It is important
that you let us know what is working and
not working for you. This positive and
negative feedback helps us to better meet
your needs. Please tell us if you have a
complaint so we can quickly resolve any
issues of concern. Our complaints system
is designed to be fair and reasonable.
We want to solve problems and prevent
their recurrence. (Please see section 3.7.2
Complaints pg 41 for more information). The
important message is that we are happy to
receive your feedback so we can make sure
your individual requirements are met.
Your feedback also assists us to
continuously improve our care and services.
1.6 Thinking Ahead
Moving into this new home also involves
some other key planning. The following
sections cover several important topics
that we encourage you to discuss with
your person responsible or with
SummitCare staff.
1.6.1 Using Leave Entitlements
Residents with a permanent approval for
living in our centre are entitled to overnight
social leave for a total of 52 occasions per
financial year. This is allocated from July
to the following June.
13 | SummitCare Resident Handbook
If you are a respite resident, you are
not entitled to overnight leave. If you are
transferred to hospital when classified as
a respite resident, you are automatically
considered discharged pending further
assessment by the Aged Care Assessment
Team (ACAT).
Pre-entry leave is available for up to seven
days (in certain circumstances) prior to
moving into the centre. The Operations
Manager and reception staff will explain your
leave entitlements to you or your family at
the time of accepting a place at the centre.
1.6.2 End of Life Choices
Thinking about death can be very difficult.
We believe that now is a good time to
discuss and review your end of life
choices with your person responsible.
We will respect your choices. We have
listed some important issues below
for your consideration.
1.6.2.1 Advance Care Directives
Your end of life choices can be recorded as an
Advance Care Directive, which consists of a
written and signed statement that details your
requests. This directive is a guideline for how
you would like your end stage terminal care
to be provided when you are no longer able
to communicate your wishes. Medical doctors
will respect your end of life wishes and will
follow the written directive, if justified.
If you lose, or have lost the capacity to make
your own health care decisions, then your
nominated person responsible can make
these decisions. The person responsible
can state what they wish for your end stage
terminal care, based on what they believe
is in your best interest and reflecting what
they believe you would have wanted. A Plan
of Treatment is a written document made
by the person responsible that outlines
these wishes. Your doctor will be available
for consultation on this matter.
Please be reassured that SummitCare
will respect your formal Advance Care
Directive to the extent that supporting it
does not breach our duty of care, religious
ethics or any current laws or regulations.
NSW Law remains silent on the legislative
basis of Advance Care Directives in NSW,
although other states do have Advance Care
Directives formally recognised.
More Information can be
found by contacting the:
Advance Care Directive Association
18/113 Johnston Street
Annandale NSW 2038
Ph: 0423 157 003
Email: [email protected]
www.advancecaredirectives.org.au
1.6.2.2 Your Funeral Arrangements
We understand that your funeral
arrangements can be another sensitive
SummitCare Resident Handbook | 14
subject. We recommend that you confirm
your funeral arrangements and details
before you reach the end stage of your
life. It is extremely important that we are
informed of your wishes and burial details.
This information will ensure that your
instructions are followed through and that
the correct Funeral Director is notified.
Please give the Registered Nurse in charge
of your care the name of the Funeral
Director and contact details, along with any
specific religious or cultural requirements,
so that these can be recorded in your file.
It is important for legal purposes to know if
you wish to be buried or cremated, as this
information has to be recorded in your file
notes for the Doctors reference.
Each SummitCare centre has access to a
number of funeral service providers in the
event that funeral arrangements are not in
place. Please speak to the Manager - Care
and Lifestyle if you would like information
on these services. All funeral companies are
fully independent of SummitCare.
1.6.2.3 Your Will
SummitCare recommends that all residents
have a legal Will at the time of entry into the
centre. SummitCare staff are not permitted to
give you or your family advice regarding making
or changing a Will and they are not permitted to
be a witness for the signing of the Will.
SummitCare will not store residents Wills.
If a resident does not have a nominated
person responsible, the Public Trustee can
be contacted to manage the residents Will.
More information can be found by contacting the:
NSW Trustee and Guardian
Offices are located in various
suburbs and towns in NSW.
Phone: 1300 364 103
Addresses can be found on the website at:
http://www.tag.nsw.gov.au/
15 | SummitCare Resident Handbook
FOR RELATIVES AND FRIENDS
Central to all care given to your relative or friend is wellbeing. Every day our staff work together to ensure residents can enjoy a meaningful way of life and feel a true sense of wellbeing
2 FOR RELATIVES AND FRIENDS
SummitCare Resident Handbook | 16
FOR RELATIVES AND FRIENDS2 FOR RELATIVES AND FRIENDS
We offer a very big welcome to you and
your family member(s). This section is
written specifically from the perspective of
how you and your other family members
will interact with your SummitCare centre
of choice. We know from experience that
relatives and friends generally have quite
different information needs to those of the
new resident. This section is designed and
written to meet your special needs.
Central to all care given to your relative or
friend is wellbeing. Our new tagline is both
a statement of what our brand stands for
and a promise to our residents.
2.1 The First Six Weeks
The first six weeks after moving into the
centre are generally the most difficult.
This is a time of transition and change for
an older person who is settling into a new
environment. During this time the resident
is getting to know his/her new home and at
the same time we are getting to know the
new resident and vice-versa. We encourage
you to be patient as you and your loved one
adapt to the changes.
There is a great deal to take in and understand
at this time, so you may be in information
overload for a while. Please do not hesitate
to seek out staff for assistance and guidance.
We will help you to become orientated to
the new environment. We generally find that
families are also very stressed at this time and
this limits how much information is actually
retained. Settling in is a very individual
process, so staff will rely upon you to let them
know what you and your loved one need. Our
staff are very happy to help, so please speak
with a staff member if you are not sure or
have a question.
By the end of the six-week period, you
will be invited to participate in a case
conference to discuss the progress of your
loved one, their wellbeing and Care Plan.
At this time, the staff will have completed
all the initial assessments that are part
of our Care Management System. These
assessments are made over a period
of time so that we understand the care
needs of your loved one. From these
assessments, an individual Care Plan will
be a clear guide for the care outcomes we
can provide. The case conference will assist
you to better understand how the Care
Plan is formulated and whether or not it
responds appropriately to all your loved
ones requirements and needs. This is also
a chance for you to give feedback about
your experience with the centre, to ask
any questions and to raise any concerns.
The case conference is important to the
wellbeing of your loved one.
Residents with dementia will generally
experience more difficulty settling into their
new home. An unfamiliar environment can
cause anxiety and stress until your relative
or friend feels comfortable and has some
level of familiarity with the environment
and the people. If your loved one can
walk independently he/she may be more
distracted and stressed by exits and looking
17 | SummitCare Resident Handbook
to find a way home. You may see more
wandering and challenging behaviours in
this first period. Please be reassured that
this is normal. Our staff will be monitoring
your loved ones behaviour and assessing
his/her capacities and needs during this
initial period.
We will be guided by how your loved one
expresses his/her needs and responds to
staff and also by the information you can
provide us. You will play an important role
in giving us information about your loved
ones clinical and care history, as well as
helping us to understand triggers for his/
her behaviour and ways to help him/
her to settle and be calm. Your feedback
regarding how you are noticing your loved
one is coping and settling in will assist us
to develop a Care Plan that is sensitive to
your relative/friends needs, experiences and
overall wellbeing.
Our very best advice regarding visiting is to
check with staff when you arrive so that you
are aware of how yourloved one is on the
day. We also encourage you to let staff know
when you are leaving so they can keep an
eye on how he/she is coping and help him/
her to feel at ease in his/her new home. It
is important that you let staff know of any
concerns or issues you may have so that
this information is recorded in the clinical
file and the entire health care team is
advised and can track any changes
or concerns.
2.2 Your Role in Helping Residents to Settle In
We have found that residents are very
sensitive to the subtle behaviours of family
and friends. If you are relaxed and open, this
will help your loved one to also feel relaxed
and less concerned. We encourage you to
be patient with your loved one and to have
relaxed visiting times that are not rushed.
There is a lot to take in during the first couple
of months and new residents do not always
recall information about the centre.
This is even more difficult for people with
dementia. It can be very helpful if you speak
with staff before you leave and let them
know if you have any issues or concerns.
This ensures that staff understand if your
loved one is experiencing a level of distress,
so they can provide support, especially after
your visit is over.
If you are at all worried, you can call and
speak with the Registered Nurse who will
give you an update on how your relative/
friend is going. We suggest that you try
to avoid calling staff at meal times and at
medication times if at all possible. Discuss
these times with the Registered Nurse as
each centres times may vary slightly.
2.2.1 Communicating with the Family Network
Communication within a family can be
difficult, especially if the resident has a
large family network. At SummitCare we
SummitCare Resident Handbook | 18
require each resident to nominate a person
responsible. This person responsible is
the point of contact between the family
and the centre. Importantly, this individual
must accept their key role of communicating
information about the resident with the
rest of the family network.
It is not practical to expect us to keep
everyone in the family network directly
advised regarding the situation with your
loved one. This can lead to misinformation
and conflict, so please respect our request
for the staff at the centre to work directly
with the nominated person responsible.
2.3 Working with Us
As a family member or friend you are an
important source of information about
how we can best meet resident needs. We
work with you in a collaborative sense.
We will be more effective in meeting your
residents needs if we have a collaborative
and constructive working relationship that
is based on respect. Our priority is resident
wellbeing. His/her wishes and desires will
always be considered above those of family
members or visitors.
The centre is first and foremost the
residents home. We also want you to feel
very comfortable, as this will contribute to
your resident feeling settled. If you are in
doubt, please seek advice and assistance
from our staff. Our Managers and staff are
happy to be available to hear and discuss
concerns or issues that may arise. See the
section on Giving us Feedback to better
understand how we welcome your feedback
(both positive and negative) to assist us to
continuously improve our care and services.
2.3.1 Personal Clothing for Residents
We encourage our residents to keep wearing
the type of clothing they liked to wear
at home. We recommend that residents
wear clothing that is suitable for industrial
washing machines and we suggest that you
check the clothing labels to ensure that
there are no special care requirements. We
are happy for families to continue to wash
delicate items of clothing. Experience has
shown that purchasing clothing that is a size
larger can enhance comfort for your loved
one and can make it easier for dressing
and undressing. There are some specialist
clothing companies that make attire for
immobile residents. You may wish to
investigate these options. A list of suggested
clothing is provided later in this Handbook.
(Please see section 5.2.4 Personal Clothing
pg 55 for more information).
19 | SummitCare Resident Handbook
2.3.1.1 Getting Involved in Resident Wellbeing
Your role is to be supportive of your loved
one and to assist him/her to feel happy
and settled in his/her new home. You can
continue to have an active role in the life of
your loved one, if this is what you and he/
she agrees with.
We are committed to providing care and
support in a manner that best meets each
residents needs and preferences. This
means that we will ask our residents how
much they would like their families to be
involved in their care and we will respect
the residents wishes wherever possible. If
your loved one agrees, you may be able to
continue participating in the care of your
loved one, unless medical reasons prevent
this from occurring.
Our assessment of your residents needs
and requirements will determine how much
we are able to involve family members in
providing care. We will carefully assess
your loved one so that your continued
involvement occurs in the most appropriate
ways. We will encourage you to be involved
in your loved ones daily activities. This
may be by continuing to provide practical
assistance with some activities such as
meals, or by participating in some of
the leisure and lifestyle activities. The
newsletter and the activity programs will
give you information about the events and
activities that are planned for the centre.
You are very welcome to participate in these
activities. This is a great way for you to plan
ahead and share some pleasant times with
your relative/friend. You can speak with
the Leisure and Lifestyle staff about your
interest in participating. All centres host
special events where volunteers are able
to assist; however we do not have a formal
volunteer program.
2.3.1.2 Resident / Relative Meetings
We hold regular meetings for residents and
relatives. These meetings are a great way to
find out about the operations of the centre
and they can be a way for you to become
more involved and provide feedback.
2.3.2 Giving Feedback
We value your feedback. We want to know
whether our care and services are working
well for your loved one and if there are
improvements to be made. Your feedback
(both positive and negative) helps us to
continue to improve our services and to
better understand the needs of our residents.
See the Giving Us Feedback section should
you need to make a complaint or compliment.
(Please see section 3.7 Giving Us Feedback
pg 40 for more information).
SummitCare Resident Handbook | 20
2.4 Your Important Role in Keeping Residents Safe
Safety is an obligation of every person
who enters a SummitCare centre. Your
observation and experience of the
environment helps to make it safe. Please
contact the person in charge to report any
equipment or building matters that require
attention. Most of our centres are secure
(with a keypad to enter and leave), so please
be careful not to allow residents to leave the
centre without checking with staff. If you are
unsure, please seek assistance from staff
who can help redirect a resident who may
not be safe to leave the centre alone.
2.5 Visiting
We encourage you to visit your loved one
here at the centre. Visiting is a good way to
stay connected and to be supportive and
involved in his/her day-to-day life. You and
your loved one will generally find your visits
more satisfying if you visit at times when
he/she is feeling more alert. Experience tells
us that this is mainly between 10am and
4pm. We understand that work and other
commitments can prevent you from visiting
during the day, so we encourage you to visit
whenever you can. The Ideas for visiting
brochure is available at reception for more
information.
2.5.1 Infection Control
Every person who enters the centre is
responsible for infection control. We expect
that you will take this responsibility seriously.
Our residents are frail and vulnerable. This
means that they are highly susceptible to
infection with consequences that are more
serious. Please refrain from visiting if you or
your family member suffering from flu-like or
gastro-intestinal symptoms. In lay terms this
means coughing, fever, vomiting or diarrhoea.
If your resident shows any of these
symptoms or becomes unwell during the
course of your visit, please alert staff so that
the Registered Nurse or team leader can
assess him/her and determine whether to
initiate a request to be seen by the Doctor.
21 | SummitCare Resident Handbook
In severe circumstances the resident may be
transferred to hospital for emergency care.
2.5.1.1 Hand Washing and Sanitising
All visitors who enter an aged care centre
must wash their hands or use the hand
sanitising solution that is provided in
dispensers at the entry and in various
locations throughout the centre. Research
strongly indicates that hand sanitising
prevents contamination and cross infection in
an aged care environment. Special care should
be taken with children. Please make sure they
are included in these hygiene practices.
We highly recommend that all visitors wash
their hands or use the sanitising solution
when they leave the centre.
2.5.2 Use of Communal Space
Each centre has lounge and dining rooms and
outside areas that are available for residents
and their visitors to use. Some of our centres
have a BBQ that you may use if you advise
staff in advance, so they can make the
necessary arrangements. Please remember
the communal spaces are available for all
residents and their families to share. We
insist that the residents needs must always
be the first consideration of everyone.
2.5.3 Special Events
We like to see families use our BBQ and
communal areas to celebrate special events
with their resident. Just let the staff know so
that we can make sure the area is available.
If you give the staff advance notice we are
more than happy to help with the hosting of
a special event. You can initially discuss your
needs with staff at reception.
The Manager Accommodation Services will
provide more detail on the level of assistance
that is available at your centre.
2.5.4 Pets
We are happy for you to bring in a pet to
visit, as long as you supervise the pet during
the visit. It is your responsibility to care
for the pet and to clean up any accidents
while it is in the centre. It is under the
discretion of each centre to indicate specific
areas where pets are allowed. Our hygiene
SummitCare Resident Handbook | 22
standards require you to bring bowls for
food and water for the pet.
2.6 Procedures for Outings
We think it is important for residents to
continue participating in their social and
support networks outside the centre.
We encourage people who are physically
capable of using transport such as cars,
taxis and buses to continue to use these
forms of transport.
An outing can cause additional confusion
and disorientation for some residents
with dementia, even though they may be
physically able to manage the trip. Our staff
will work with you to plan the best approach
so that residents with dementia are offered
opportunities to go out and maintain their
social contacts wherever possible. We will let
you know how your resident copes with the
outing on their return.
2.6.1 Sign In and Out
Each centre has a Sign In/Out book for
residents and also one for visitors. We ask
that visitors and residents record in these
books when they enter and exit the centre
for two key reasons:
It helps us make sure the residents
movements are known.
In the event of an emergency we are
aware of everyone who is present in
the centre.
2.6.2 Communicating Ahead
We like to see residents continuing to
enjoy outings with their families. This is an
important part of staying connected with
personal networks. We need to know where
our residents are and we must be able to
account for all our residents in times of
emergency. The Communication Book is
used to advise us of the date and times
that residents will be away from the centre.
This Communication Book is kept in the
Nurses Station.
The best approach for families and friends
who plan to take their loved one on an
outing is to notify the staff at the centre in
advance. You can do this by speaking with
the Registered Nurse when you are visiting
23 | SummitCare Resident Handbook
or otherwise you can call the centre in
advance and speak to the Registered Nurse
or the Receptionist and ask for the booking
to be noted in the Communication Book,
including the estimated time of pick up and
return. This forward planning enables our
staff to ensure you have adequate supplies
(continence aids and medications) to support
the resident during the outing. Please do
not leave the centre with a resident on an
outing until you have spoken directly with
the Registered Nurse and you have signed
the resident Sign In/Out book.
2.6.3 Escort Help
There are occasions when residents need
to attend external specialists (or other)
appointments and you may not be able to
accompany the resident on the trip to the
appointment. SummitCare HomeCare can
provide this service for you. The Registered
Nurse will arrange this for you through
SummitCare HomeCare. The cost will be
reflected on your monthly account.
SummitCare Resident Handbook | 24
2.7 Thinking Ahead to Support Your Residents Wellbeing
2.7.1 Residents with Dementia
Residents who have been diagnosed with
dementia can have a variety of symptoms
relating to their cognition (the ability to
think and understand). These symptoms
may involve the persons memory, attention,
language and problem-solving abilities.
Every person with dementia is affected
differently and they may have difficulties in
any or all of these skills. This means that the
residents presentation and behaviour could
change from day to day or hour to hour. In
the early stages of dementia, residents may
exhibit challenging behaviours that you may
find out of character and unexpected. The
challenging behaviours may include verbal
abuse and threatening behaviours.
Our staff will make various formal
assessments, including a behaviour
assessment, to understand how your loved
one communicates his/her needs and any
triggers or situations that may cause him/
her to feel distressed or unsettled. The
individual Care Plan will then be developed
to reflect the best approach to providing
care and support that meets your loved
ones individual needs and to support their
wellbeing. Please make staff aware of any
worries you may have with your residents
behaviour. Staff will notify his/her Doctor if
additional services or support are required.
We understand that this can be distressing
for relatives and visitors. We want you to
feel comfortable to express your concerns
to staff. Your residents Care Plan takes your
visiting times into consideration so that you
both can enjoy being together.
2.7.2 Palliative Care
We believe that it is very important for
relatives/friends to have an understanding
of palliative care.
This approach to care aims to provide the
best quality of life and wellbeing for the
resident who is dying and the residents
family, by ensuring a comfortable, safe and
supportive environment for all who are
involved. This can help you to be prepared
for when your resident may start to
deteriorate and require care that actively
supports their dying process.
We acknowledge that this can be very
distressing and we know that each persons
reaction to grief and loss is unique.
We will explain the principles of palliative
care to you at the time when we identify
that your loved one requires palliative care.
This is the time when we will discuss with
you how you both wish to proceed with care.
These discussions may be over the phone
or we will request the person responsible
to attend the centre when staff observe a
transition to the last stage of life.
25 | SummitCare Resident Handbook
We will talk about providing a palliative
approach at the centre versus an
intervention such as a transfer to hospital.
We will work to meet the individual desires
and wishes of residents and their families.
It is important that families recognise that
there are no hard rules for this time.
The wishes and care needs of your loved
one are central to the considerations and
discussions we will have. Please be aware
that for some residents, deterioration may
occur in a matter of hours.
Our staff have access to palliative support
teams who can come to the centres if required.
Please note, if the residents family
members request a transfer to hospital, then
SummitCare staff will honour this request.
In our experience, this is not always in the
best interest of the residents wellbeing nor
is it best practice in palliative care, where a
familiar and supportive environment often
assists with the residents comfort and
peace of mind.
FOR RELATIVES AND FRIENDS
SummitCare Resident Handbook | 26
Our Management and staff encourage and respect each residents individual freedom of choice and right to be involved in decision making. We give fair and reasonable consideration to all residents wishes
3 More Detailed Information
27 | SummitCare Resident Handbook
3.1 The Agreement with Us
The Aged Care Act 1997 requires that
SummitCare is obliged to offer a Resident
Agreement to every resident on admission
to the centre. The Agreement details the
conditions of residency in accordance with
The Aged Care Act 1997 and the User Rights
Principles 1997.
The Resident Agreement specifies the level
of care that the resident requires. That is,
high care, low care, respite care or
extra services.
The Operations Manager will provide a copy
of the Resident Agreement that is applicable
to you when you move into the centre.
3.1.1 The General Agreement
The General Agreement is used with
permanent care residents and it will
specify whether the resident will receive
high or low care. It sets out the standard
requirements under The Aged Care Act 1997
and is required to be returned to the centre
within 5 days of admission. If the document
is not signed and the resident continues
with residency, then it is deemed that the
resident has consented to the agreement.
3.1.2 The Respite Agreement
The Respite Agreement sets out the
provision of care and services for a limited
period of time. The respite period will have
a start and end date.
3.1.3 The Accommodation Bond Agreement
The Accommodation Bond Agreement
sets out information for residents who
will pay an accommodation bond in
full or part payments. It must meet the
requirements of The Aged Care Act 1997.
SummitCare centres are fully compliant
with the prudential requirements under the
Act. A confirmation from the Companys
Auditor will be provided to all prospective
and current residents at the end of each
financial year, around October or November.
SummitCare Resident Handbook | 28
3.1.4 Security of Tenure
Under The Aged Care Act 1997 all care
recipients in aged care centres have security
of tenure. This means that you may be
asked to leave the centre only under the
following circumstances. If:
the service is closing;
the service no longer provides
accommodation and care that are
suitable for the care recipient,
according to their long term assessed
needs and the aged care centre has
not agreed to provide the care that
the care recipient presently needs;
the care recipient no longer requires
the care provided through the
service (as assessed by an Aged Care
Assessment Team);
the care recipient has not paid any
agreed fee to the aged care centre
within forty-two (42) days after the
due date, for a reason within the care
recipients control;
the care recipient has intentionally
caused serious damage to the service,
or serious injury to the provider,
employee or another care recipient;
the care recipient is away from the
service for a continuous period of at
least seven days for a reason other
than permitted by The Aged Care Act
1997 or an emergency.
In the event the care recipient is asked
to leave the service, SummitCare agrees
to provide all reasonable assistance with
locating and transferring the care recipient
to alternative accommodation in accordance
with The Aged Care Act 1997. A care recipient
may be moved to another bed or room within
the service only if:
the move is at the care recipients
request;
the care recipient agrees to the
move after being fully consulted and
without pressure;
the move is necessary on genuine
medical grounds as assessed by an aged
care assessment team or at least two
medical or other health practitioners
who meet the following criteria:
one must be independent of the
centre and chosen by the care
recipient; and
both must be competent to assess
the aged care needs of the care
recipient;
the place occupied by the care recipient
becomes an extra service place and
the care recipient elects not to pay the
extra service fee (only one move is
permissible); or the move is necessary
because of the need to carry out
repairs or improvements to the
service and the care recipient has the
right to return to the bed or room, if
29 | SummitCare Resident Handbook
it continues to exist as a bed or room
for care recipients.
3.2 Agreement to Pay
3.2.1 Resident Fees
Residents have the choice to manage their
finances for as long as they are able to do
so. SummitCare does not undertake the
management of personal finances in any
circumstances. If a resident elects not to,
or is unable to manage their finances, the
person responsible will be expected to accept
responsibility for these matters. If this is not
practicable, staff at the centre will make Public
Trustee or Guardianship arrangements.
The Department of Health and Ageing
determine the fees for aged care services
according to The Aged Care Act 1997
(Amendments). Charges include a basic daily
care fee, an income tested fee (which is
offset against the government subsidy) and
an accommodation charge (which is based
on your assets). An assets assessment will
need to be submitted to the government
at the time of admission to the aged care
service, so that a residents financial
circumstances can be considered.
Basic daily care fees are payable by all
residents, including respite residents. This
fee is set by The Department of Health
and Ageing and reviewed in March and
September every year.
If you have any questions regarding the fees and charges please contact:
The Department of Health and Ageing
GPO Box 9848
Canberra ACT 2601
Ph: 1800 020 103
www.health.gov.au
Ancillary charges will be made for expenses
such as hairdressing services, cosmetic
services, podiatry, specialist speech pathology,
physiotherapy, occupational therapy, private
transport, nurse escorts to medical or other
appointments, prescribed pharmaceuticals or
outings. Some of these expenses may be listed
on the residents monthly invoice with fees
and charges, while other suppliers will require
payment directly to the service provider. We
use external billing companies to manage the
residents monthly account.
Advance Payment (One Months Fees)
Resident fees are required to be paid to
SummitCare one month in advance. These
fees include the basic daily care fee,
accommodation charge and income tested
fee if applicable. At the time of admission
a deposit of $1,000 is required and is
offset against fees for the first month. This
advance payment can be made by cheque or
direct deposit. SummitCare will only accept
subsequent payment of fees by Direct Debit
or Group Schedule. SummitCare does not
accept payment in cash.
SummitCare Resident Handbook | 30
3.2.2 How Payment is Made
Details regarding the payment of fees are
covered during the tour of the centre and
can be explained by staff at reception.
Please note that we do not accept cash
payment of fees owing to the risk associated
with transporting cash to banks.
We require payment to be made via direct
debit or by directing the pension to the aged
care service where this is held in trust. We
hold separate non-interest bearing accounts
for the residents money when the pension
is paid directly to a centre on their behalf.
This is referred to as money held in trust.
A monthly invoice is issued by the external
billing company. Family members with
the appropriate legal consent can access
a residents account if the account is in
credit. The centres Administration Assistant
can provide the appropriate form for this
process. Please provide seven to ten
working days notice if access to a trust
advance is required.
We require accounts to be paid one month in
advance and settled each month to ensure
continued occupancy.
SummitCare reserves the right to suspend
residency at a centre if payment is refused
or delayed without due reason.
Payment information and payee
responsibility is outlined in the Agreement
to Pay Form (included in the admission pack
you receive from the centre). The person
responsible is required to sign this form and
a copy will be held in the residents file
for reference.
Please contact the centres Operations
Manager regarding any unforeseen
circumstances that may affect
payment of fees.
3.2.3 Financial Hardship
Financial assistance under the hardship
provisions of The Aged Care Act 1997 is
available for eligible residents.
Information on the hardship provision can
be accessed on the web site www.health.
gov.au. Alternatively, the Administration
Assistant at the centre can provide
an Aged Care Application for Financial
Hardship Assistance Form. This form must
be completed and submitted with the
appropriate evidence to the Department
of Health & Ageing.
3.2.4 Refunds
In order to finalise the residents account,
SummitCare must have the final account
information from Medicare Australia,
Centrelink and other ancillary service
providers such as the hairdresser, podiatrist
and chemist. It is essential that this
billing information be received from the
external providers before the final refund
is processed. Due to this need to settle all
31 | SummitCare Resident Handbook
accounts, refunds cannot be processed
any earlier than two billing cycles (or two
months) after residency concludes.
All refunds are paid by cheque and are
drawn in the residents name favour. If the
cheque is to be made out in the name of
another person, SummitCare requires an
Indemnity Form and a Statutory Declaration
to be completed.
The Statutory Declaration must confirm
that the person requesting the refund is the
executor of the residents estate. Forms are
available from the centres Administration
Assistant for other refund options.
3.2.5 Legal Services
SummitCare does not provide any legal
services to residents or their relatives.
If access to legal services is required, a
resident or their representatives can
arrange appointments with their preferred
providers. If you are unable to do this, the
Operations Manager at the centre can make
an appointment for the resident with his/her
preferred provider. SummitCare staff are not
permitted to witness any legal documents.
Please speak to the Operations Manager for
further information or for contact details for
obtaining a witness for legal documents.
3.3 Resident Rights and Responsibilities
SummitCare acknowledges that every resident
is an individual who is entitled to the same
freedoms, rights, and responsibilities as
any person in the wider community. Centre
management and staff recognise and support
these rights. We encourage and respect each
residents individual freedom of choice and
right to be involved in decision-making.
Staff will give fair and reasonable
consideration to resident wishes. However, if
there is a possibility that individual decisions
or choices may infringe on the rights of
others, we will work to determine an equitable
solution through consultation and negotiation.
There may be times when individual freedom
of choice in relation to health care procedures
may be limited if there is a potential for self
harm or for neglect in our professional duty
of care.
In this instance, residents and their person
responsible will be consulted to discuss a
suitable compromise. Under no circumstance
will the centre approve an activity or outing
that places a resident at serious risk. Residents
have the responsibility to follow advice and
direction that ensures their personal safety.
Failure to do so may jeopardise a residents
accommodation.
3.3.1 Supporting Residents with Challenging Behaviours
It is normal for some residents to move
about or wander in the centre. This does
not automatically warrant being labelled
as behaviour of concern, unless it has been
SummitCare Resident Handbook | 32
assessed as a care issue. Each residents
Care Plan addresses any care and support
needs for challenging behaviours that may
arise. These behaviours generally relate to
a medical diagnosis, a condition or disease.
SummitCare works to keep up to date with
contemporary behaviour management
approaches and support.
We are aware of the latest evidence based
best practice and aim for continuous
improvement. We use contemporary clinical
tools and assessments that will provide us
with the best information for the Care Plan
of a resident with challenging behaviour
or behaviour that can cause harm to
themselves or others. We are happy to
discuss these approaches with the person
responsible at any time and especially
during case conferences. It is important that
we are informed of any instances where a
resident may be aggressive, yell, or attempt
to hit or harm another person in the centre.
3.3.2 Code of Conduct for Relatives and Visitors
We expect that everyone visiting and
working at the centre will cooperate to
achieve our Vision, Values, Culture and
adhere to policies. We expect that visitors
will treat our staff and our residents
courteously. Sadly, there have been
occasions when relatives and visitors
have treated staff unreasonably.
Staff should not have to put up with such
behaviour. We do not tolerate threatening,
abusive or violent behaviour.
We ask that you please keep your tone and
mood calm and respectful. If you become
frustrated, then by all means ask to speak
to the person in charge. It is not acceptable
to verbally abuse staff, raise your voice or
become threatening in any way. Resolving
difficult situations can only be achieved
when individuals cooperate, stay in control
of their behaviour and respond reasonably.
Any relative or visitor who does not comply
with reasonable requests by staff will be
asked to leave the centre. If a relative or
visitor who is asked to leave refuses to do
so, staff will have no alternative but to call
the Police and seek assistance with the
removal of that offending person or persons.
Any individual who is intoxicated or under
the effect of drugs will be asked to leave the
centre. Refusal to do so will result in a call
to the Police.
3.3.3 Code of Conduct for Our Staff
We expect all staff to behave in a manner
that is in keeping with our Vision, Values and
Culture. Allegations of improper conduct will
always be investigated thoroughly. We expect
that residents, relatives and any person
dealing with a SummitCare representative
should always experience a high level of
professionalism and customer service. Staff
are expected to wear a uniform and a name
33 | SummitCare Resident Handbook
badge to help residents and visitors identify
them. Should you have a negative experience
then please note the individuals name, and
the date and time of the incident as these
details enable a thorough investigation.
3.4 Resident Advocates
3.4.1 Resident as Decision-Maker
At SummitCare the resident is our main
focus. We work to keep each resident as
the primary decision maker, unless they
are assessed as requiring the support
of an advocate. The role of advocate in
decision-making terms is primarily referred
to the person responsible or this role
can be assigned to another party through
processes such as Enduring Guardianship.
We work collaboratively with residents
and their nominated person responsible
to enable and support engagement in all
decision-making matters of choice for as
long as the resident is assessed as being
able to do so.
If staff become concerned that a resident is
no longer capable of independent decision-
making, this will be referred to the person
responsible or the medical practitioner for
further follow up. If neither of these people
is willing or available, then we will submit
an urgent application for guardianship
on behalf of the resident for independent
assessment by the Guardianship Tribunal.
3.4.2 Role of Person Responsible
If a resident is not capable of consenting to
proposed treatment because of a disability,
the law provides for consent to be given by
the residents person responsible. If there
is no person responsible, in most cases
treatment may be given without consent.
Two commonly asked questions about
the person responsible have been
identified by The NSW Guardianship Board:
1. Who is the person responsible?
The person responsible is not necessarily
the residents next of kin. This is a statutory
concept defined in The Guardianship Act
1987. A person responsible makes decisions
for the resident who has a disability and
who is incapable of making an informed
decision about consenting to treatment.
For a person in residential aged care the
person responsible is one of the following
(in order of priority):
a guardian (including an enduring
guardian) who has the power to
consent to health care, which includes
the power to refuse or withdraw
consent to treatment
a spouse including a de-facto spouse
an unpaid carer who is now providing
domestic services or support to
the resident, or who provided these
services and support before the
resident entered a residential facility
SummitCare Resident Handbook | 34
a relative or friend who has both a close
personal relationship and a personal
interest in the residents welfare.
There can only be one person responsible
for each resident.
2. What if there is no person responsible
for the resident?
Despite the expanded definition of person
responsible there will be situations where
there is no relative or carer or friend
available to make a decision about medical
or dental treatment. In such cases it is
possible to carry out the medical or dental
treatment without consent only if the
following conditions are satisfied:
there is no person responsible
available to give consent;
the doctor or dentist certifies in
writing in the patients clinical record
that the treatment is necessary and
will most successfully promote the
patients health and wellbeing;
the patient does not object to
the treatment; and
the proposed treatment does
not include one of the excluded
treatments listed.
Residents without an available
person responsible will be referred
to the Guardianship Board to seek
a publicly appointed guardian for
ongoing management.
SummitCare staff cannot take on these
decision-making responsibilities under
any circumstances. 3.4.3 Power of Attorney
A Power of Attorney is a document a
resident can sign to appoint another person
(called their Attorney) to act for them in
relation to financial affairs. The document
states what the Attorney is authorised to
do. This can be quite narrow and specific,
or as general as desired. Any lawful action
taken by the Attorney under the Power of
Attorney is binding on the resident, so it is
important to appoint someone trustworthy.
When the Power of Attorney is signed, the
document can be given to the Attorney, or
the resident can keep it until the need arises.
The Attorney can use the document to prove
that he or she is authorised to act on the
residents behalf. Even though the resident
has appointed an Attorney, they can still
personally carry out any transactions, such
as banking and the sale of property, while
they retain the ability to do so.
3.4.4 Enduring Power of Attorney
If a resident wants their attorney to
retain the authority given to them, even if
they lose the capacity to make their own
decisions, they must sign a document called
an Enduring Power of Attorney.
An Enduring Power of Attorney differs
35 | SummitCare Resident Handbook
from a general Power of Attorney in that:
the intention for the Enduring Power
of Attorney to continue is stated in
the document;
the residents Attorney(s) must accept
the appointment before the Power of
Attorney can come into effect;
the residents signature on the
document is witnessed by a person
such as a Solicitor, Barrister or Local
Court Registrar. The witness cannot
be the person the resident proposes
to act as their Enduring Attorney;
and
the person witnessing the residents
signature must also complete a
certificate about the residents
understanding.
Making an Enduring Power of Attorney is
a way for the resident to legally appoint a
person of their choosing to manage their
financial affairs if they later lose capacity
to make these decisions for themselves.
3.4.5 What is an Enduring Guardian?
An Enduring Guardian is someone the
resident appoints (at a time when they
have capacity) to make personal, health or
lifestyle decisions on their behalf, should
they lose the capacity to make them for
themselves.
The resident can appoint more than one
Enduring Guardian if they wish. They should
choose the decision-making areas in which
they want the enduring guardian to be
involved these are called functions. The
resident can give their enduring guardian
as many or as few functions as they like.
For example, the resident can authorise
their enduring guardian to make decisions
regarding where they may need to live or
what medical treatment they should receive.
The residents Enduring Guardian must act
within the principles of The Guardianship
Act 1987, in the best interests of the resident
and within the law. A resident cannot give
their guardian a function or a direction that
would involve them in an unlawful act, such
as euthanasia.
3.4.6 How Can a Solicitor Help?
A residents solicitor can:
tell them more about how a power
of attorney or the appointment of
an enduring guardian can be used
to help manage their financial and
personal affairs, should they lose the
ability to manage them themselves;
prepare and explain the documents
for the power of attorney and
appointment of enduring guardian,
and arrange the necessary signatures
and certificates.
SummitCare Resident Handbook | 36
3.4.7 Access to Clinical Records
A resident or their person responsible can
seek access to a residents clinical record.
Please refer to the SummitCare Privacy
Policy. (Please see section 6.3.3. Privacy
pg 62 for more information) and the
www.privacy.com.au reference NPP
Section Six Access and Correction.
All requests for access to clinical files must
be provided in writing to the Operations
Manager at the centre. These requests
must include details regarding the specific
nature of the request. Approval is based on
assessment of an individuals circumstance
in accordance with the National Privacy
Principles. For more information visit
the Office of the Australian Information
Commissioner www.privacy.com.au or
phone 1300 363 992.
3.4.8 The Aged-Care Rights Service
The Aged-Care Rights Service Inc (TARS)
is a community legal centre that provides
non-legal advocacy for the residents of
Commonwealth funded hostels and nursing
homes and recipients of in-home aged
care in New South Wales and legal advice
and advocacy for residents of self-care
retirement villages. All calls to TARS
are confidential.
TARS contact details are:
TARS - The Aged-Care Rights Service Inc.
Level 4, 418A Elizabeth Street
Surry Hills NSW 2010
Ph: (02) 9281 3600
Country Callers: 1800 424 079
Fax: (02) 9281 3672
www.tars.com.au
3.5 Safe Environment
3.5.1 Safe Equipment and Resident Personal Items
Residents are encouraged to personalise the
space i